Service Account Representative

Convergint•Memphis, TN

11h

About The Position

This role involves leading a coordination team, managing customer relationships, and ensuring the smooth operation of service contracts and inspections. The representative will be responsible for scheduling, dispatch, customer service, reporting, and supporting the sales team. Key duties include implementing quality assurance programs, maintaining customer service binders, generating reports, and assisting with collections. The role also involves supervisory responsibilities for the coordination team, including coaching, development, and performance reviews. Additionally, the representative will contribute to process improvement and administrative support for the service business.

Requirements

Leadership of a coordination team.
Coordination of scheduling, dispatch, and setup.
Ordering equipment for service contracts.
Quoting T&M service work orders.
Proposing pricing for small tenant improvement projects.
Inventory maintenance for projects and inspections.
Customer quality assurance program implementation and management.
Proposal of additive services to existing customers.
Weekly customer site visits.
Demonstrated industry knowledge.
Professional image when meeting customers.
Timely scheduling of inspections and maintenance.
Use of Building Reports.com for inspection tracking.
Updating and maintaining online customer service binders.
Entering service contract, licensing, and warranty information into the Service Tracking Portal.
Generating and distributing inspection reports.
Supporting the creation of Service Quotes.
Scheduling and following up on monthly maintenance customer accounts.
Ensuring timely communication with contract customers, key customers, and subcontractors.
Attending customer meetings.
Supervisory responsibilities for a coordination team.
Recruiting, onboarding, coaching, development, disciplinary action, and performance reviews.
Establishing and ensuring completion of team goals.
Developing processes and procedures for test and inspect services.
Demonstrating and setting up iCare access.
Assisting with collections for past due accounts.
Providing administrative and service coordination overflow support.
Administering Spectrum maintenance.
Performing other coordination/customer centric service tasks.

Responsibilities

Coordinate the scheduling of inspections and monitoring accounts.
Assist with dispatch and setup of monitoring accounts.
Order equipment for service contracts and quote T&M service work orders.
Support the sales team by proposing pricing for small tenant improvement projects.
Maintain inventory for projects and inspections.
Implement and manage a customer quality assurance program.
Identify opportunities to grow the customer base through proposal of additive services.
Conduct weekly customer site visits and maintain a professional image.
Schedule and track inspections using Building Reports.com.
Update and maintain online customer service binders.
Enter service contracts, licensing, and warranty information into the Service Tracking Portal.
Generate and distribute inspection reports to customers and authorities.
Support the creation of Service Quotes.
Schedule and follow up on monthly maintenance customer accounts.
Communicate with contract customers, key customers, and subcontractors.
Attend customer meetings to review account status.
Act as the coordination supervisor for the Tennessee coordination team.
Support recruiting, onboarding, coaching, development, and performance reviews for the team.
Help establish and ensure completion of team goals.
Provide input for developing processes and procedures for test and inspect services.
Demonstrate and set up customer access to iCare.
Assist with collections for past due service contract accounts.
Provide administrative and service coordination overflow support.
Administer Spectrum maintenance, including adding new sites and modifying customer site changes.
Perform other coordination and customer-centric service tasks as needed.